Kaleo Casino - Os ganhos do jogador são confiscados.

I would like to request mediation of this case against Kaleo Casino. On 07/04/2026, I requested a withdrawal of €1,000 after legitimate winnings obtained through real money deposits (no bonus).After waiting 7 days, I received an email informing me that my withdrawal was canceled and the balance confiscated based on clause 12.10 (alleging VPN, fraud or false documents). I would like to clarify that:KYC: My account was fully verified (KYC in green) before the withdrawal request.VPN: I have always played on my personal computer, at my residence, without ever using VPN or any IP masking software.Bonus: I did not use bonuses for these winnings; the balance comes from direct deposits.History: I have made smaller withdrawals before with success, which proves that the account was considered legitimate until I won a larger amount.The casino has not provided any specific proof of the infringement, merely copying and pasting a generic article from the terms and conditions to avoid payment. I demand that my balance be reinstated and the payment processed."

Venho solicitar a mediação deste caso contra o Kaleo Casino. No dia 07/04/2026, solicitei um levantamento de 1.000€ após ganhos legítimos obtidos através de depósitos de dinheiro real (sem bónus).Após aguardar 7 dias, recebi um e-mail informando que o meu levantamento foi cancelado e o saldo confiscado com base na cláusula 12.10 (alegando VPN, fraude ou documentos falsos). Gostaria de esclarecer que:KYC: A minha conta estava totalmente verificada (KYC a verde) antes do pedido de levantamento.VPN: Joguei sempre no meu computador pessoal, na minha residência, sem nunca utilizar VPN ou qualquer software de disfarce de IP.Bónus: Não utilizei bónus para estes ganhos; o saldo provém de depósitos diretos.Histórico: Já realizei levantamentos menores anteriormente com sucesso, o que prova que a conta era considerada legítima até eu ganhar um valor mais elevado.O casino não forneceu nenhuma prova específica da infração, limitando-se a copiar e colar um artigo genérico dos termos e condições para evitar o pagamento. Exijo a reposição do meu saldo e o processamento do pagamento."

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Dear lili41,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing with withdrawing funds from Kaleo Casino.

In order to assist you better and investigate the situation thoroughly, could you please provide further details by answering the following questions:

• Could you please advise which games you primarily played (e.g., slots, live casino, sports betting, etc.)?
• Could you please let me know which documents you have already provided for verification, and when you submitted the most recent one?
• Could you please confirm that you have not used a VPN, even unintentionally, while playing at the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra